annex xv - draft service level agreement (lot 2) · 2018. 6. 27. · annex xv - draft service level...

Santiago de Compostela 12, 5th floor 48003 Bilbao Spain Tel. +34 944 358 400 Fax +34 944 358 401 [email protected] http://osha.europa.eu

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ANNEX XV - DRAFT SERVICE LEVEL AGREEMENT (LOT 2)

Maintenance of Microsoft applications

Santiago de Compostela 12, 5th floor - 48003 Bilbao Spain Tel. +34 944 358 400 Fax +34 944 358 401 [email protected] http://osha.europa.eu 2

Content

1 Introduction........................................................................................................................................3

1.1 Scope .......................................................................................................................................3

2 Programme management .................................................................................................................4

2.1 Project management ................................................................................................................4

2.2 Monthly committee and fortnightly checkpoint meetings..........................................................4

2.2.1 Monthly committees ..............................................................................................................5

2.2.2 Fortnightly checkpoint meetings ...........................................................................................6

3 Deployments .....................................................................................................................................7

4 Type of services ................................................................................................................................7

4.1 Maintenance Service ................................................................................................................7

4.2 Other support services .............................................................................................................7

5 Metrics ...............................................................................................................................................8

5.1 Definitions .................................................................................................................................8

5.2 Bugs .........................................................................................................................................9

5.3 Improvements ........................................................................................................................ 10

5.4 Preventive tasks .................................................................................................................... 11

5.5 Adaptive tasks ....................................................................................................................... 11

5.6 Documentation updates ........................................................................................................ 11

5.7 Technical Support.................................................................................................................. 11

5.8 Functional induction............................................................................................................... 12

5.9 Contract Management ........................................................................................................... 12

6 Escalation Procedure ..................................................................................................................... 13

7 Penalties......................................................................................................................................... 13


1 Introduction

This document describes the service level agreement (SLA) applied to manage the maintenance of EU-

OSHA Microsoft applications which have gone live in the production environment.

This document outlines the services and responsibilities of EU-OSHA and the contractor in charge of

the Service.

[Contractor Name] will be the contractor in charge of the Service. Hereinafter, we shall refer to

[Contractor Name] as ‘The Contractor’.

For the management of the Service, including compliance with the SLAs, EU-OSHA could be supported

by a contractor in charge of the project management support.

1.1 Scope

The scope of this SLA covers the following applications:

the EU-OSHA Contact database (https://intcrm.osha.europa.eu/)

the EU-OSHA SharePoint Intranet (http://intranet.virtua/)

the EU-OSHA SharePoint workspaces (http://workspaces.virtua/)

https://intcrm.osha.europa.eu/

http://intranet.virtua/

http://workspaces.virtua/


2 Programme management

To complement the monitoring, control and supervision mechanisms, the following procedures will be

used, as they allow the continual verification of compliance with the objectives specified in terms of

both time and quality:

project management;

monthly committees and fortnightly checkpoint meetings

2.1 Project management

Project management refers to planning, budgeting, following up and monitoring in accordance with the

defined working methodology. In order to carry out project management, the following measures will be

adopted:

Use of the EU-OSHA issue tracker to control the status of incidents and to change requests,

and to extract reports. The EU-OSHA issue tracker enables tasks and the relationships between

them to be defined, resources to be assigned to tasks, real dedications to be entered, and

planned and actual progress of an incident or request to be compared. This tool is also useful

for the planning of the different incidents/change requests, to gain an overview of the Service.

Use of the extranet as the repository for new documentation as well as for the updated versions

of functional designs, user cases, user manuals or any other technical documentation to be

updated in light of change requests (or even incidents).

A Project Manager from the Contractor’s side and Technical Leaders from the EU-OSHA side.

Compliance with the EU-OSHA common methodology framework.

Project management has an impact on strategic direction, organisation and risk management, allowing

a better follow-up of a project’s progress and the identification of variations in the planned work, which

may require appropriate corrective measures to be taken.

2.2 Monthly committee and fortnightly checkpoint meetings

In order to guarantee the follow-up of the Service, it is necessary to establish an appropriate and regular

level of communication among all participants. This will be provided through the following monitoring

levels:

EU-OSHA Contractor

Release Manager

Business Owner

Technical Leader

Project Manager

Technical Leader Project Manager

Technical Leader Project Manager

Monthly Committees

Fortnightly Checkpoint

Team


2.2.1 Monthly committees

There will be monthly committee meetings for the control of a project’s overall progress, planning for

the coming months and revision of the compliance of SLAs. This monthly committee meeting will be

organised by EU-OSHA, consolidating the information from the EU-OSHA issue tracker and other

agreed reports.

Monthly committee meetings

Goals Periodicity

To review the strategic direction of the Service and to

guarantee that planned milestones are reached

To revise the compliance with SLAs

Monthly

Tasks Human Resources

To control the overall progress of the Service

To approve the planning of the different deployments for

the coming months

To analyse the causes of any potential deviations or

unexpected issues, and to propose measures to correct

and/or anticipate similar situations

To coordinate human resources in the Service

To guarantee the quality of the work

EU-OSHA: Business Owner,

Release Manager, Technical Leader.

Minutes of the meeting will be

circulated to inform decision-making.

Contractor: Project Manager

Tools

Reports to be extracted from the EU-OSHA issue tracker, for the follow-up of compliance with the SLAs.


2.2.2 Fortnightly checkpoint meetings

There will be optional fortnightly checkpoint meetings between EU-OSHA and the Contractor. These

sessions will be used to resolve issues relating to the most complex problems and to confirm those

issues that require more than 2 man-days for their resolution. That said, if this situation is very frequent

or if the number of issues raised increases the fortnightly checkpoint meetings would be changed to

weekly meetings.

Fortnightly checkpoint meetings

Goals Periodicity

To ensure the continuous follow-up of the current

deployments

To allocate incidents/change requests to the respective

deployments and to take decisions regarding specific

issues

Fortnightly

Tasks Human Resources

To identify and validate issues to be included in each

deployment

To analyse complex issues

To analyse a proposal by the Contractor for discarding

a bug

To analyse a proposal by the Contractor for a lower

priority

To confirm a change by EU-OSHA considering the

effort estimation required

To review the ‘Small developments’

To monitor the budget and to check the consumption

To answer requests for more information

To confirm the planning of deployments both in Staging

as well as in Production environments

EU-OSHA: Business Owner,

Technical Leader.

The Release Manager will be

informed about the decisions of the

meeting

Contractor: Project Manager

Tools

The EU-OSHA issue tracker for the revision of issues.


3 Deployments

The scope of the deployments will be bugs and improvements to be solved by the Contractor, as well

other changes in the contents that require inclusion in the deployment package. With the exception of

very unusual cases or very low volumes of bugs and improvements, the solution for bugs and

improvements should be included in the deployment corresponding to the resolution time agreed. By

default there will be organised standard fortnightly deployments or exceptional deployments for

critical or high-priority bugs/improvements.

4 Type of services

4.1 Maintenance Service

The types of services included are described below:

• Bugs: any functional or technical issue that is identified or defined as such in the functional or

technical requirements, or as per standard good practices in the case of technical issues, for

example, regarding performance.

• Improvements: this relates to the periodic improvement of the application to prevent its

functional obsolesce and to improve its services or usability and to implement limited/minor

improvements. Improvements requiring more than 2 days by the Contractor will be designated

‘Small developments’ as opposed to ‘Improvements’. It will be decided in the fortnightly

checkpoint meetings if the requirements for ‘Small developments’ fall under the contract or if a

specific contract should be opened.

• Preventive tasks: the continuous revision and improvement of the software required by EU-

OSHA and, as a consequence, the potential application of patches. In principle, the required

upgrades to a new software version that requires an extensive revision of all customisation and

developments, with possible migration and several adjustments that result in a major change,

would not be part of the Service.

• Adaptive tasks: the revision, testing and potential minor adjustment of services as a result of

changes in the environment (changes/updates to operating system, hardware, internet explorer,

etc.)

4.2 Other support services

Other types of services are described below:

• Technical support: support to users who require help for technical tasks.

• Functional induction: when the workflow to be followed is very different from the previous one

or when key users require an extra explanation, functional induction sessions will be organised.

• Documentation update

• Contract Management: Preparation of offers upon request by EU-OSHA and signature of

resulting contracts.


5 Metrics

5.1 Definitions

This section outlines the metrics to be created according to their priority and the response and resolution

time established by EU-OSHA to solve the issue.

• Response time: the time from the notification of the incident to the contractor to diagnosis and

resolution of the problem (EU-OSHA working hours).

• Resolution time: the time from the notification of the incident to the contractor to its resolution

and closure (deployed in Production) (EU-OSHA working hours). For complex tasks an

agreement could be found with EU-OSHA.

For these metrics the following priorities are used:

Priority1 Impact

Critical

Major outage affecting a large number of users

Critical commitments cannot be met

Important financial, image or regulatory implications

High

System or application usable with severe restrictions

Performance severely degraded

Financial, image or regulatory implications

A request by a very important person

Medium/Normal

Affects a small number of users

Must be done but does not impact service level

Recurrent but minimum priority

Standard improvements or improvements that are planned in the next 1-3

months (depending on their impact)

Low

Bugs that do not affect users’ productivity or experience

Workaround available

Minor improvements most of which relate to usability

1 The priority of issues may be changed only by EU-OSHA.


5.2 Bugs

Priority Yearly average

Critical 5%

High 10%

Medium/Normal 60%

Low 25%

Priority Response time % of non-

compliance Resolution time

% of non-compliance

CRITICAL < 4 hours 0% < 1 day 0%

HIGH < 1 day < 5% < 2 days < 5%

MEDIUM/ NORMAL

< 3 day < 15% < 10 days < 15%

LOW < 5 days < 15% < 20 days < 15%

As noted previously, in principle, there will fortnightly deployments, except in the case of critical and

high-priority incidents or improvements.

As a general rule, medium-priority bugs should be included in the immediate next fortnightly

deployment and low-priority bugs should be included in the following fortnightly deployment (unless

the volume of work is very low and there is time to include them in the immediate next deployment).


5.3 Improvements

Priority Yearly average

Critical 5%

High 10%

Medium/Normal 60%

Low 25%

Priority Difficulty Response

time % of non-

compliance Resolution

time % of non-

compliance

CRITICAL Any < 4 hours 0% < 1 day 0%

HIGH Simple < 1 day < 3% < 2 days < 3%

HIGH Not Simple < 1 day < 3% < 5 days < 3%

MEDIUM/

NORMAL Any < 5 days < 15% Scheduled < 5%

LOW Any < 5 days < 15% Scheduled < 15%

As noted previously, in principle, there will fortnightly deployments, except for critical and high-priority

bugs or improvements.

For critical and high-priority improvements the times would be the same as for bugs.

Medium- and low-priority improvements will be subject to planning (first proposal made by EU-OSHA

with confirmation or the suggesting of alternative by the Contractor to be validated by EU-OSHA).


5.4 Preventive tasks

These tasks would require a complete functional and technical analysis to be requested by EU-OSHA.

If there are no interesting patches or upgrades, this should be confirmed.



% of non-compliance

CRITICAL < 1 day 0% < 2 days 0%

NON CRITICAL < 5 day 0% < 10 days 0%

5.5 Adaptive tasks



% of non-compliance

CRITICAL < 1 day 0% < 2 days 0%

NON CRITICAL < 5 day 0% < 10 days 0%

5.6 Documentation updates

All EU-OSHA documentation is continuously updated to provide staff with up-to-date information about

the functionality of, and the steps to be followed when working with, different applications in EU-OSHA.

It is therefore necessary to enter all information about improvements to applications in all the documents

related to them (functional designs, guidelines, manuals and others).

Service Description Maximum

time % of non-

compliance

Documentation Required for deployment: deadlines

to be set to each case < 8 days 0%

Functional and technical documentation

Quarterly, except for functional documentation of complex requests

< 8 days 0%

Assessments Security assessments and

recommendations based on statistics reports

< 8 days 0%

5.7 Technical Support

Priority Response

time % of non-

compliance Resolution

time % of non-

compliance

CRITICAL < 4 hours 0% < 8 hours 0%

NOT CRITICAL < 1 day < 5% < 5 days < 5%


5.8 Functional induction

Small improvements can be directly communicated to key users, but when the modification is complex

a functional induction session should be organised by the Contractor. In the event that functional

induction is required, EU-OSHA, will inform the Contractor of the desired date, according to their

availability and needs. The Contractor will confirm if it is possible to deliver the session on the indicated

date. If not, EU-OSHA will provide two alternative dates, one of which should be selected by the

Contractor.

In the user satisfaction questionnaires to evaluate the Contractor’s work, which should be completed

after any functional induction sessions, a satisfaction rate of at least 80% should be achieved. If the

functional induction session does not meet users’ expectations, it should be repeated until the training

meets a satisfaction rate of 80%.

Service Description Maximum

time % of non-

compliance

Request Time for 1st and 2d response to request for

functional induction. < 2 days 0%

Satisfaction rate

Percentage of users scoring >= 3 out of 5 >= 80%

5.9 Contract Management

Measurement Resolution Time % of non-

compliance

Time in preparing proposals < 5 days < 10 %

Time in adjusting proposals reviewed by EU-OSHA

< 2 days < 10 %

Time in signing the contract prepared by EU-OSHA

< 5 days < 10 %

Service Report < 2 days before the monthly

meeting 0 %

Deadline agreed with EU-OSHA As agreed in the contracts 0 %


6 Escalation Procedure

In case of a SLA breach or potential SLA breach or when EU-OSHA is not satisfied with the service,

EU-OSHA could contact the Project Manager.

In case EU-OSHA is not satisfied with the response and want a broader discussion, EU-OSHA could

contact the Account Manager.

Contact Name Email address Phone number

Project Manager [Name and Position] [Email address] [Phone number]

Account Manager [Name and Position] [Email address] [Phone number]

7 Penalties

For each violation of the SLA a penalty will be applied.

For contracts with a quarterly invoice:

A penalty will consist of a deduction of 5% of the quarterly service cost;

A maximum of 3 penalties per quarter can be applied.

For other contracts:

A penalty will consist of a deduction of 3% of the total amount of the contract;

A maximum of 5 penalties per contract can be applied.

annex xv - draft service level agreement (lot 2) · 2018. 6. 27. · annex xv - draft service level...

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